Description
The Senior Manager, VIP Coverage role is essential for effective resource management across the VIP Authorization system and the global clients it supports.
This position provides dedicated oversight to ensure the right resources are aligned to the highest-priority VIP issues, escalations, service needs, and operational initiatives.
The VIP Coverage Sr. Manager, part of the Product Reliability and Engineering management team, is responsible and accountable for the support of the VIP Authorization system in a multi-datacenter and multi-processing environment.
They are responsible for managing and coordinating the efforts of a technical team responsible for the second level problem determination and recovery of the VIP Applications, Operating System, Services and Client related issues.
Key Responsibilities:
- The Coverage Sr. Manager will assist/lead problem triage situations with the appropriate Management lanes, Support groups and Service partners as required and is responsible for tracking progress and final resolution implementation.
- Serves as SME in development projects representing VIP Coverage.
- Serves as Project Manager for external/internal projects affecting VIP Coverage.
- Direct management for multiple staff and levels.
Key Work Outputs & Accountabilities:
- Works closely with service partners such as VIP Operations, VOCC, CCM/CSS and peer development teams to ensure all VIP related services are operational and not causing client impact.
- Accountable/Responsible for all VIP software and global implementations.
- Act as Lane Commander for any VIP system related issues.
- Serves as delegate to Senior Director of VIP Coverage.
Leadership Principles:
- Lead by Example
- Communicate Openly
- Enable and Inspire
- Excel with Partners
- Act Decisively
- Collaborate
Benefits:
- Medical, Dental, Vision
- 401(k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness Program